Information

The table below shows the different error messages you may encounter. If you're still having difficulty after completing the troubleshooting steps, contact Customer Support.

Error Message

Issue

Troubleshooting Steps

WIFI ERR or NO SYNC (during setup)

The scale couldn't communicate with your Wi-Fi network.

This error occurs most commonly when the network password is entered incorrectly or the router was not properly set up. It could also be due to a network firewall, MAC filtering, or the use of network extenders or repeaters. Verify that your password is correct and that your router is set to allow for the required 802.11b connection. If you're unsure of your Wi-Fi password, see How do I find my Wi-Fi network password and security setting? If you need assistance verifying your router's configuration, consult your router's manual or contact your internet provider.

Before you try to set up your scale again, we recommend the following:

Keep the scale within 10 feet of your router.

Clear the cache and cookies in your browser.

We don't recommend using extenders. If you're using an extender, make sure it's on a lower channel than your router.

Check your Wi-Fi connection with another device, such as a phone or computer. If that device can't connect to the internet while connected to your Wi-Fi network, reboot your router. If you still don't have internet access, check that the router's cables are plugged in.

Move your scale closer to your router. Make sure you're not using a public Wi-Fi network, including any network that requires you to accept terms and conditions or log in before use.

CONNECTION ERROR

The scale can't connect to your Wi-Fi network but the cause is unknown.

Move your scale closer to your router and make sure you're not using a public Wi-Fi network, including any network that requires you to accept terms and conditions or log in before use. If you receive this error more than four times in a row, wait a day before attempting another weigh-in. If this error message persists, contact Customer Support.

Step off your scale after completing a weigh-in or when the scale shows the footprint icon moving backward, indicating it's time to step off the scale. If your scale continues to show this error when you weigh yourself, even after stepping off at the appropriate time, contact Customer Support.

Blank screen after removing the plastic tab from the battery compartment

The batteries might not be inserted correctly.

Tap the scale with your foot to see if the screen turns on. If the screen remains blank, open the battery door on the back of the scale and remove the batteries. Reinsert the batteries and close the battery door, then check the scale's screen. Step on the scale to weigh yourself.